The Angry Customer
Program length: 4:00

Part of the Service Impact Series, The Angry Customer is easy to use and includes a facilitator’s manual designed by service experts. The content is highly engaging, quick-paced, and complete with lifelike scenarios to show how to handle angry customer calls. Save time and money with this versatile customer service training—great for meeting openers and individual and group training sessions.

In Part 1, service representative Carlos violates every rule for dealing with angry customers, from blaming the client to refusing ownership of the issue. The customer, Warren, quickly escalates from annoyance to frustration, from infuriation to hostility. Carlos accuses Warren of being abusive, and ends the call.

In Part 2, Warren calls back and Angela takes over. Calm and professional, Angela knows the four strategies for how to handle irate customers: allow them to vent, empathize, refocus away from emotion and toward the issue, and use closed-ended questions to satisfy. She acknowledges Warren’s frustrations, but skillfully changes the focus to the issue. Angela turns conflict into collaboration, solves the issue, and reduces the cost of unhappy customers.


Languages: English

 

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